Reporting Non-Compliant Clients

 

Reporting Non-Compliant Clients Standard Operating Procedure

Department: NAC SOP ID: SOP-2180 Date: 2/18/2021 Sign Off: JG

Procedure / Policy Overview

How to accurately determine a non-compliant client, navigate steps and scripts for responding to non-compliant clients, and reporting non-compliant clients to a manager. 

Step 1: Determine How the Client is Being Non-Compliant

A client would be considered non-compliant if any of these situations last past a week or persist for multiple check-ins throughout the program.  There are a number of different ways a client can be considered non-compliant. Some of those ways would include:

 

• Not submitting their check-ins (Refer to SOP-2182)
  • Report as non-compliant if no response within 1 week 

 

• Won’t respond to their coach or answer questions that the coach is asking 

  • Report as non-compliant if coach has reached out 2 or more times 

  • Only necessary if the coach absolutely needs a response back from the client

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• Won’t change their pore clogging hair care, make-up, laundry detergent, or anything else that would be contributing to their acne. 

  • ​​​​​​​Report as non-compliant if a coach has asked the client to change their pore clogging products more than 2 times

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• ​​​​​​​​​​​​​​​​​​​​​Changing their regimen on their own
  • Report as non-compliant if a client changes their regimen without speaking to the coach and won’t change back to coach recommendation
  • Report as non-compliant if a client repeatedly changes their regimens without speaking to the coach first

 

• Not following their acne safe diet

  • First, ask the client if they need additional assistance with their diet within the check-in message. 

    • Script for diet:” I see you noted that the most challenging part of the program has been following the diet. This is always the most challenging part for people so you are not alone:) I am here to help with this...please let me know what the hardest part is or what foods you are having a hard time reducing  so I can give you some tips and provide some alternatives to foods you may be missing.”

  • If the client still has not changed their diet after several messages, report as non-compliant if a client refuses to follow the acne safe diet recommendations that the coach has given.  

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• Adding non-compliant supplements to their regimen

  • First, ask the client to stop the acne-triggering supplements that were added by the client. 

    • Script for stopping supplements: “I see you’ve added, NAME ADDED SUPPLEMENTS.  Can you please share with me  the reason for adding this?  Since this is an acne triggering supplement, would you be willing to stop this supplement for the duration of the program?”

  • If the client refuses to stop the acne triggering supplement, report as non-compliant if a client has added acne triggering supplements that the coach does not agree with or approve of.  

  • There are cases where the coach and client do approve and understand expectations to begin on an acne triggering medication or supplement that they have agreed to allow on the program for the client. In these cases, you would not report as non-compliant but do make a note in clear connection about it. 

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Procedure: How To Notify Manager Of Non-Compliance Client In Slack

 

1. Navigate to Slack 

2. Click on the slack channel labeled: #nac-noncompliant-clients

3. Slack the Program Manager about the client who has not responded in NUMBER OF DAYS and you are going to send them a final message.  

4. The Program Manager may want to give them a call herself or have different advice as to how to proceed.  

5. Be sure to add a note in clear connection and in IS for non- compliance action (tagging managers here is not needed)

 

Conclusion

 

• Identify non-compliant clients

• Reporting non-compliant clients

 

Revision History

 

Date	Version	Description	Approved
2/18/21	1.0.0	Initial document created	bee